Technical Support Analyst - DigiCert

DigiCert is the world’s premier provider of high-assurance digital certificates. 

We are driven by the idea of finding a better way:

• A better way to provide authentication on the internet. 

• A better way to tailor solutions to our customers’ needs. 

• A better way to enrich our employees’ lives with opportunities to create the unexpected.  

Join us in finding better ways to help people believe in their digital interactions, and transform yourself and the connected world we live in.

POSITION SUMMARY:

We are in the market for a Technical Support Analyst with native, bi-lingual, or professional proficiency in Dutch to join our Technical Support team in Cape Town.

As a Technical Support Analyst, you will be the primary point of contact for our customers and will partner with our product, engineering, and marketing teams to resolve customer issues, drive improvements, and set customers up for success.

DigiCert’s Technical Support team exhibits high energy, deep technical skills, and a drive to get things done.

This position is based in Cape Town, South Africa.

WHAT YOU WILL DO: 

• Deliver world-class customer service to resolve customer concerns and retain customers

• Build successful long-term relationships with external clients to ensure customer loyalty

• Partner with technical support engineers to resolve issues reported by customers

• Engage with internal and external customers via support tickets, email, phone, and chat

• Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times

• Achieve productivity-related targets including support tickets processed, average response time, the average time to close, etc.

• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles

• Gather accurate information and document customer issues in our CRM tool

• Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times

WHAT YOU HAVE:

• Native, bi-lingual, or professional proficiency in Dutch (essential) 

• Computer Science, Information Systems or Information Technology qualification

• 1+ years technical support or IT client interfacing experience

• Basic understanding of Internet principles, terminology, and functionality

• Basic understanding of networking protocols and devices, web servers, and VPN

• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)

• Familiarity with UNIX script commands, website/webserver administration (advantageous)

• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other Server administration (advantageous)

• Certifications such as CISSP, MCSE, and CCNA (advantageous)

• Adaptable, versatile, customer-obsessed, solution-oriented, proactive, and passionate about technology

WHAT's IN IT FOR YOU:

• Provident Fund

• Medical Aid + Gap Cover

• Employee Assistance Program

• Education Support Program

• Gym Reimbursement

• Life Insurance

• Disability Insurance

• Sabbatical